Hospital emergency departments

In a medical emergency, call your local emergency number. Hospital emergency departments aim to provide you with high-quality care when you have a serious or urgent health problem.

Who emergency departments care for#

Most emergency departments care for all ages and patient types, though a few provide specialist services. Some private hospitals have emergency departments, and these may charge fees that are not fully covered by your health cover. If you are not sure about costs and you are able to ask, check with the triage nurse when you arrive.

If you arrive by ambulance, the crew may need to take you to the most appropriate hospital, which can mean you are not able to choose which hospital you go to.

Emergency departments use a triage system to prioritize patients according to how sick or injured they are. This allows people with more serious problems to be treated first. Because staff may not know your medical background, they will ask a lot of questions, and sometimes more than one healthcare worker needs to do this.

What to tell emergency department staff#

To help staff assess and treat you, tell them about:

• the reason you came to the emergency department
• any health problems you have had in the past
• all medications and treatments you are using
• any allergies
• any recent trips overseas
• whether you are pregnant or breastfeeding
• any other facts they should know about

What to expect#

Your emergency care starts as soon as you arrive. A specialist emergency nurse, called the triage nurse, will assess your condition, provide first aid and prioritize you for treatment. You may then be asked to wait in the waiting room.

How long you wait depends on how busy the department is and the number of patients with conditions more serious than yours. Sometimes the waiting area looks quiet, but this does not mean the department is not busy. Staff understand that waiting can be frustrating and do their best to keep your wait to a minimum and make you comfortable. If your condition changes while you are waiting, let the triage nurse know.

Avoid food and drink#

It is important not to eat or drink before you have been seen, because you may need tests or procedures that require an empty stomach. Speak to the triage nurse if you have any questions about this.

Assessment and treatment#

A staff member will take you to a treatment area, where you will be re-assessed and examined and your problem will be discussed with you. The treating clinician will tell you about any tests or treatments that may be required. Feel free to ask questions about your condition and your treatment at any time.

If your problem can be treated in the emergency department, you may be able to go home afterwards. The treating doctor may also suggest treatment at home or follow-up with your local doctor.

Admission to hospital#

If your problem is more serious or requires special care, you may be admitted to hospital. The emergency staff will recommend admission if they believe this is the best way to help you. Because the admission is unplanned, it may take some time for a hospital bed to be ready, and you are cared for in the emergency department until then. Sometimes staff may need to transfer you to another hospital for your treatment.

Visitors#

Having family or friends with you can ease the stress, so visitors are welcome and should feel free to help with your care. For safety reasons, only one or two visitors may be allowed in the treatment area at a time, and staff may ask visitors to leave during some procedures. Visitors should also respect the privacy of others.

A code of behavior helps provide a safe and friendly environment for patients, visitors and staff. No acts of violence, swearing, threats or verbal abuse towards another patient, relative or staff member are allowed. An initial warning is given, but if the behavior continues, staff, security or the police will ask the person to leave.

Valuables and telephone enquiries#

It is best to ask a friend or relative to look after your valuables while you are being treated, as theft can still be an issue despite staff efforts. The hospital will only take responsibility for items that have been formally receipted for safekeeping.

Enquiries about patients are welcome and can be made by phoning the hospital. Ideally, one person should make the call and then pass on information to other family and friends. Limiting the number of calls helps, because telephone calls take staff away from caring for patients.

Non-urgent and after-hours options#

If you need help for an unexpected medical issue that is not life-threatening and you cannot get a regular doctor appointment, there are other options that do not involve hospital emergency services, such as:

• making an appointment for an after-hours doctor to visit you at home
• visiting an after-hours medical clinic, which can provide care for conditions that need treatment today but are not emergencies
• going to a pharmacy
• calling a telephone health advice line

If the patient is seriously ill (for example, has collapsed, has chest pain or severe breathing problems, may be having a stroke or is seriously injured), call an ambulance or your local emergency number.

Key points#

• It is important that you don’t eat or drink before being seen.
• The treating clinician will tell you about any tests or treatments that may be required.
• Feel free to ask questions about your condition and your treatment at any time.
• The treating doctor may also suggest treatment at home or by your local doctor.
• Sometimes the emergency staff may need to transfer you to another hospital for your treatment.

Where to get help#